×
Best Practices has moved to a work-at-home response to support the safety of our employees, clients and home communities. We are serving all clients and partners through our Video Meetings TelePlatform as well as through our existing research, support and communication channels. Please reach out as you have business needs or require insight to inform your operations and decisions in this unusual time through which we are all navigating. We are cheering for your safety and wellbeing. We are here to support you.

Based on a survey of eight leading financial service organizations, this 20-page slide presentation examines how companies use and value customer satisfaction measurements. Key topic areas in this study include: customer information measures, feedback use, and information use success stories.

The study found that organizations measure the same satisfaction factors, however, great variation exists in the frequency with which different business units use customer information. For example, call centers use customer feedback far more than IT divisions.

Additionally, though companies tend to have a group of core customers, they also have vulnerability due to large percentages of at risk customers.

Companies can use this information to evaluate their customer satisfaction measurement process and to determine elements of comprehensive and effective customer satisfaction strategies. This information was collected from Best Practices, LLC Internet Benchmarking Exchange service.

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.